Paying for an non existing service

We have been with ADT for the past 10 years. We actually pay an arm and a leg, and we don't really make use of armed response or alarms going off unnecessarily. Half an hour ago, our alarm went off for no reason, and we struggled to disarm the alarm. We checked our property, and everything is in place. The problem is that we are still waiting for a call from ADT. Why do we pay for this service if we do not get a response?